"Complaint about staff and consultants"

About: Queen Elizabeth University Hospital Glasgow / Accident & Emergency

(as the patient),

I went into Queen Elizabeth hospital Glasgow with a suspected broken neck. I have broken it before. I was admitted and seen at Acute Receiving Unit 4. I was seen by a doctor and because I suffer frequent falls it was agreed I had no quality of life. Next morning I was seen by consultants who said that I would going to Ward 8b. Under no circumstances was I to go to toilet by myself in case I fell. I would be fitted with heart monitor and have an echocardiogram. ? heart related. Also I would see psychiatrist and neurologist? Drug related for bipolar and epilepsy.

Second group of consultants on ward eventually decided I would not have heart monitor fitted nor echo cardiagram - nor see consultants. I would be released having had no treatment whatsoever. This took 5 days! Waste of time waste of bed! I am now on a waiting list for heart monitor to be fitted at Western Infirmary (which closes in a month). Permanently.

The care was so poor that my husband came in at 9. 00 am and left at 9pm. This was to ensure that I was taken to toilet and was given me my shower. First day on ward I waited 2 hours to be taken to toilet only to be told buzzer system was broken! Hence my husband coming in. I was wakened at 0330 first night to be given my antidepressant as they did not have it and had to 'steal' from another ward. Nobody came to check on me during the night. I could have killed myself and nobody would have known for hours.

I came out utterly despondent -unfulfilled expectations and undelivered promises. No change. I saw my GP yesterday and he told to put in an official complaint. I had asked for a complaint form and to see ward manager - neither were delivered.

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Response from Lorna Gray, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde

Hi MaryLou,

There are many aspects of your story that worry me and that I think are really important to look into further. There are a couple of ways we can do that, and you can let me know what you think is best.

If you would contact me directly with a little bit more information about you, and the experience you had I would really appreciate it - my email address is lorna.gray@ggc.scot.nhs.uk. I have already shared your story with the General Manager for the Acute Receiving Unit and Ward 8B, and what your extra information will do will allow us to look into what happened in more detail and see what we need to change to make sure future patients have a better experience than you had.

You mentioned that you wanted some information about making a complaint - I am really saddened that your wish to see the ward manager wasn't met, as so often this can be the best way to resolve any issues there and then and make things better for the patient at the time. This will also be picked up with the ward.

If you would still like to make a formal complaint, you can do this by calling 0141 201 4500 or by emailing complaints@ggc.scot.nhs.uk (you could use what you have written here if you like).

The Patient Advice and Support Service will also be able to provide support to you if you want to make a complaint - they are an independent service that can provide information and advice. Here is the link to their website for more information and contact details: http://www.patientadvicescotland.org.uk/

I hope that whatever way you choose to get in touch with us provides some resolution for you - that you came away despondent and feeling uncared for is very upsetting and so it would be good to get the opportunity to put this right.

With best wishes,


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